Wipro is hiring For Analyst(2-4 years exp)
- Wipro
- 2 - 4 years
- Mumbai
- 5 years ago
- Email to a friend
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Job Description
The Analyst is a Subject Matter Expert (SME) within the team and is responsible for processing and auditing transactions in a timely and accurate manner as per the client specific standard operating procedures. The Analyst is responsible for coaching / training of new hires, metrics / reporting and updating SOPs. The Analyst works with the manager to identify issues, opportunities for improvement and recommends / implements solutions. The Analyst should be able to perform complex transactions and provide support to other colleagues in the team. This role may be leveraged across multiple client teams.
Responsibilities
- Acquire process and system knowledge from domain expert (Internal/Client) & be process certified.
- Participate in role related training programs.
- Responsible for processing transactions of low to high complexity.
- Responsible for processing transactions in a timely and accurate manner to ensure service delivery as per client contractual commitments and assigned targets.
- Responsible for managing work allocation process in consultation with Management.
- Provide prompt responses to queries from Internal or External stakeholders
- Resolve process-related queries raised by colleagues
- Perform quality audit, and provide timely task-related feedback to colleagues
- Cascade process-related updates to colleagues
- Identify, share, and support operational improvements & processing challenges.
- Develop training content and facilitate process-related training
- Responsible for resolving customer/client issues, including conducting research, analyzing trends, supporting preparation of RCA (Root Cause Analysis) and implementing action plan
- Responsible for Review/Update Standard Operating Procedures (SOPs)
- Participate in knowledge transfer for transitioning work from client (internal and external)
- Ensure timely and accurate service delivery as per client SLAs and adherence to client contractual commitments
- Actively participate in client (internal and external) /third party calls/ meetings
- Perform functional testing activities as per business requirements
- Responsible for process-related reports
- Responsible for Reporting technical and system related issues to the helpdesk, reviewing process level impact and executing mitigation plan.
- Follow Data Privacy and Code of Conduct standards
- Ensure compliance to Time Recording guidelines
- Adherence to floor policies, team schedule and leave plans
Competencies
- Passion for results:
- Be committed to perform the job to the highest possible standard
- Display drive to achieve results in the face of hurdles
- Client Centricity:
- Ask questions and show keenness to understand client perspective
- Meet timelines with minimal or no escalation
- Demonstrate responsiveness to client needs and requests, and understand the customer's needs and provide acceptable solutions by bringing contextual nuances in deliverables
- Effective Communication:
- Listen intently and ask questions to clarify understanding
- Understand given data and structure further communication based on the understanding
- Considers the stakeholders perspectives & interests in building solutions to the problem/ scenario.
- Collaborative Working:
- Work well with colleagues from different parts of the organization.
- Make changes in own way of working for the benefit of the client, organization and other relevant stakeholders.
- Problem Solving & Decision Making:
- Seek and analyze data and information pertaining to the issue at hand
- Breaks down issues to logical parts; Actively investigates and discusses it
- Display a sense of urgency in accomplishing goals and takes actions to ensure results.
- Learning Agility:
- Demonstrate eagerness to learn on the job
- Apply learned concepts and skills on the job with a fair degree of independence
- Records learning and insights from formal and informal events for self-learning
- Seek necessary help to deliver results in new and ambiguous situations
- Execution Excellence:
- Clearly understand work expectations & prioritize critical activities
- Anticipates operational issues and prepares accordingly
- Recognize the need to modify processes to achieve process efficiency
Education & Skills
- Bachelors Degree (preferably Commerce/Accounting)
- Minimum 18-24 months of relevant work experience
- US Payroll/Peoplesoft/SAP experience preferred
- Should be comfortable with night shifts
- Good written & verbal (English) communication skills
- Working knowledge of computer applications including Excel & Word
Resumes invited on se********1@wi**o.com
Job Classification
Industry: BPO / Call CentreFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations, Role Category: VoiceRole: VoiceEmployement Type: Full timeEducation
Under Graduation: B.B.A / B.M.S in Any Specialization, B.Com in Any Specialization, B.A in Any SpecializationPost Graduation: M.Tech in ComputersDoctorate: Doctorate Not RequiredContact Details:
Company: WiproAddress: Navi Mumbai,AiroliLocation(s): Mumbai
Keyskills: Process Transition Back Office Operations Process Management SME HR BPO US Healthcare US Payroll Operations Claims Adjudication Claims Processing
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